Service Desk Analyst

Action for Children; Watford; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Over 7 weeks inclusive paid leave and 

1 well-being day per year.

Cycle to work scheme.

Excellent training and the opportunity

Flexible maternity, paternity, and adp

Job summary

Action for Children is hiring a Service Desk Analyst to support staff at our Watford offices on a hybrid basis. You will provide professional technical assistance via face-to-face, phone, ticketing and email channels, helping colleagues and partner organisations resolve incidents and requests.

The role requires strong communication, organisational skills and prior service desk experience in a Microsoft environment, with a customer-focused mindset and a collaborative approach to problem solving.

Qualifications

• IS support qualification (such as MCP or A+, HND or equivalent and/or Advanced support qualification such as MCSE.
• ITIL Foundation qualification.

Responsibilities

• Providing a professional technical service through face to face, telephone, ticket based and or email communication to Action for Children staff and partner organisations.
• Conduct the fulfilment of service requests, adhering to Technology policies, processes, procedures.
• Take responsibility for incident management, to resolve technical (including complex) incidents, quickly and efficiently.
• Maintain the Technology configuration management database.
• Investigating and identifying trends, gathering evidence to support further investigation by the appropriate teams.
• Process orders efficiently and expeditiously, ensuring payments match goods and services supplied.
• Responsible for the user account administration tasks needed to set up staff transferred to Action for Children.

Skills

Customer service

Communication

Organisational skills

Problem solving

Education

MCP

A+

MCSE

ITIL Foundation

Job description

Service Desk Analyst.

Salary: £30,000 per annum.

Location: Watford with Hybrid working.

Contract: Permanent – 35 hours per week.

Benefits:

• Over 7 weeks inclusive paid leave and the option to buy or sell leave.
• 1 well-being day per year.
• Cycle to work scheme.
• Excellent training and the opportunity to undertake professional training for some roles.
• Flexible maternity, paternity, and adoption packages.
• Up to 7% employer pension contribution and life assurance cover.
• Blue Light Card eligibility with discounts at 15,000 national retailers.

Why Action for Children?

Every child should have a loving home, food, warmth, the chance to grow and learn - the support to cope with life’s challenges. But too many children don’t. By bringing your passion and unique skills and experience, you’ll help us change that where it really matters.

We've been driven by love to take action for children for over 150 years, giving them the protection and practical help they need. A lot’s changed since 1869. But what children really need, hasn’t. So as long as children need us, we’ll be here.

A bit about the role

We’re looking for a Service Desk Analyst to join our team working at our offices in Watford on a hybrid basis. If you’ve got 2nd line tech support experience and enjoy helping people, we’d love to hear from you. We’re after someone who loves building good working relationships, is keen to pick up new skills, and takes a considered approach to troubleshooting. Don’t worry if you don’t tick every box on the job description, if you think you’re the right fit based on what you’ve read,

How you'll help to create brighter futures

• Providing a professional technical service through face to face, telephone, ticket based and or email communication to Action for Children staff and partner organisations.
• Conduct the fulfilment of service requests, adhering to Technology policies, processes, procedures.
• Take responsibility for incident management, to resolve technical (including complex) incidents, quickly and efficiently.
• Maintain the Technology configuration management database.
• Investigating and identifying trends, gathering evidence to support further investigation by the appropriate teams.
• Process orders efficiently and expeditiously, ensuring payments match goods and services supplied.
• Responsible for the user account administration tasks needed to set up staff transferred to Action for Children.

Let's talk about you

• IS support qualification (such as MCP or A+), HND or equivalent and/or Advanced support qualification such as MCSE. ITIL Foundation qualification.
• Experience of working in service support environment.
• Experience of Support in a Microsoft Environment”
• Experience of using of Service Desk systems.
• Experience of working in a customer facing role assisting and supporting people via email and telephone contact.
• Experience of working to administrative procedures for tasks such as raising orders, invoice processing, asset recording
• Excellent communication, organisational and customer service skills.

Please see the Job Description attached below for the full list of accountabilities and requirements.

Closing Date: Tuesday 17th November 2026 at 5pm.

Interviews will be held week commencing 23rd November 2026.

Our Commitment to Equity, Inclusion and Anti-Racism

At Action for Children, we are committed to creating a workplace where everyone feels respected, valued, and able to thrive. We know that racism and discrimination create barriers, and we are taking active steps to challenge these inequalities in our organisation and in the communities we serve.

We strongly welcome applications from people who are Black, Asian, or from other racialised and ethnically marginalised communities, as well as disabled people, who are currently under‑representated in our workforce. We are committed to removing barriers in our recruitment processes and ensuring fair access to opportunities.

Want toknow more about Action for Children?

Find us onLinkedin,FacebookorYouTubeto get to know us better.

See below for further information about working with us:

AfC Commitment Statement

JOB DESCRIPTION